AccountId: 011433970860
ContactId: 9bf16d4c-08d8-446b-83c1-2a6aad571a22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 681409 ms
Total Talk Time (AGENT): 364566 ms
Total Talk Time (CUSTOMER): 181800 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/9bf16d4c-08d8-446b-83c1-2a6aad571a22_20250523T20:37_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[CUSTOMER][NEUTRAL] And uh I need to talk to someone about my insurance. I don't think I have the medical. my card says I have the hospital.
[CUSTOMER][NEUTRAL] But I need to get in touch with somebody about some medical insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to see what type of coverage you currently have. You said you don't believe you have medical coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, I can look up your information and try and help you with this as far as who you would need to speak to. So first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the policy number that's on your ID card that you have?
[CUSTOMER][NEUTRAL] Uh, policy number 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 94517
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your information pulled up and I will have to verify several things with you first for security, so just one moment please.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], um, is it [PII] or [PII]? Is there a [PII] on it or not?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, there is [PII] on there.
[AGENT][NEUTRAL] OK, thank you. And if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] for verifying your information. So first off, I see that the coverage that you do have with APL is through your employment with management analysis and utilization or MAU, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so a couple of things, your enrollment information came over to us missing the Y on your last name. Our system shows your name as [PII]
[AGENT][NEUTRAL] So I need to
[CUSTOMER][NEUTRAL] Yes, ma'am. Now I called when I first got my cards. I called and I asked the lady to add the why that my name was [PII], but um you can do what you gotta do.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, here at APL we cannot change the spelling on your last name. That has to be done through benefits and a card, which is the company that you enrolled with for any of your benefits that you have.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I will make sure that you have their phone number. I can also connect you with one of their representatives um and explain to them that they need to get it updated because once they get it updated we it should update in our system.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so are you where you could take down their phone number?
[CUSTOMER][NEUTRAL] Uh, in about 30 seconds, I'll be pulling up in the driveway.
[AGENT][NEUTRAL] OK. All right. Well, that'll be just fine then.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, hang on, let me get it.
[AGENT][NEUTRAL] Oh, you're fine. You're fine.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, I get it.
[AGENT][NEUTRAL] OK, so the phone number for benefits and a card is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm. And then [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. So that is who we'll need to get.
[CUSTOMER][NEUTRAL] And who is it? Be?
[AGENT][NEUTRAL] That's benefits and a card. Yes, ma'am. That's who you enrolled for your coverage with. So once they get your information updated in their system, then we should receive a notification of that update so that it can be updated in our system as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now I'm um.
[CUSTOMER][NEUTRAL] That's just to change last name.
[AGENT][NEUTRAL] That's, that's who you would need to update your name with, yes, ma'am. And then if you have any questions about other types of coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That is who you would have to speak to as well.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes, because the plan and and any benefit information that I provide for you is would be a verification of benefits and not a guarantee of payment, but yes ma'am, the plan you have with APL is a hospital indemnity limited benefit plan. It is not.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Major medical insurance.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, so I need to just give them a call and
[AGENT][NEUTRAL] So would you like?
[AGENT][NEUTRAL] Yeah, well, I can transfer you, but if you.
[CUSTOMER][NEUTRAL] Talk to them.
[AGENT][POSITIVE] Can I mean if this is a good time, I'll be happy to connect you with them, but in case something were to happen with our call then you could call them directly. Now, I'm gonna go ahead Ms. [PII], and I'm going to email you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, well, yes, ma'am.
[AGENT][NEUTRAL] A user guide for our portal that's called the online service center.
[AGENT][NEUTRAL] Now you won't be able to set up your profile in it yet because of the name being misspelled, but once it is corrected in the system, well you could set it up if you set it up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] With it being misspelled, OK, but if you want to wait, um, which is what I would recommend to give them time to get it updated and updated in our system, but the user guide that I'm gonna send you just explains how to set up your profile with us so that you can have access to your policy information with APL online and.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] and that email I'm gonna go ahead and send it in a few minutes and it will come from care team.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL in the subject line for you as well so that that's easy to recognize it's not being junk mail.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, alright, well, you're very welcome. So is there anything else that I could help you with today before I connect you with Benefits in a card?
[CUSTOMER][POSITIVE] I think you did good.
[AGENT][POSITIVE] OK, well, it was my pleasure in speaking to you, Ms. [PII], and I hope that you have a very nice and safe holiday.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. So one moment, please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Same and
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Good thank you how about you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have an insured on the line who is needing to get her last name corrected on the spelling. And then she also has questions regarding other coverage that could be available to her.
[AGENT][NEUTRAL] Her last name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It should be [PII], however, in the system currently.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was gonna tell you, can I get her the name that we currently have?
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And then the first name?
[AGENT][NEUTRAL] And the last four of her social is [PII] and she's with [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And you said [PII] for the last 4?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is she a dependent?
[AGENT][NEUTRAL] No, she is the subscriber.
[CUSTOMER][NEUTRAL] The policy? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I see here now thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And are you ready to speak to her, [PII]?
[CUSTOMER][NEUTRAL] Yes, let me go ahead and correct her name you said that was [PII]?
[AGENT][NEUTRAL] That's what she said if you need to confirm that with her.
[CUSTOMER][NEUTRAL] OK, yeah, if you want you can just send her over because either I would have to speak to the number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, perfect. OK. Well, thank you so much and I hope you have a nice holiday weekend, [PII].
[CUSTOMER][POSITIVE] Thank you I hope you do too.
[AGENT][POSITIVE] Thank you very much. Bye bye.